Customer Success Manager
2 weeks ago
Customer Success Manager Role
At IMSM, we are seeking a highly motivated and results-driven Customer Success Manager to join our dynamic team. In this key role, you will be responsible for driving long-term growth and ensuring the highest levels of customer satisfaction.
Responsibilities:
- Solve Quality Issues: You will work alongside our operations teams to identify and resolve quality issues, implementing systems to prevent their recurrence.
- Partner with New Customers: You will collaborate with new customers during onboarding, ensuring a smooth transition and successful implementation of our SaaS solution.
- Act as a Trusted Advisor: You will proactively identify customer needs, challenges, and opportunities for growth, providing expert guidance and support.
- Develop Training Programs: You will design and deliver training programs to empower customers to get the most out of our platform.
- Monitor Customer Health: You will regularly monitor customer health, identifying potential churn risks and implementing proactive retention strategies.
- Collaborate with the Consultancy Team: You will work closely with our consultancy team to ensure seamless integration of our services and maximize customer value.
- Gather Customer Feedback: You will collect customer feedback and usage data to identify areas for product improvement and upsell opportunities.
- Track and Report on Key Metrics: You will track and report on key customer success metrics, including retention rate and customer lifetime value.
Qualifications:
- Minimum 3 years of experience in a Customer Success role in a B2B SaaS environment.
- Proven track record of exceeding customer retention and satisfaction targets.
- Strong understanding of the customer lifecycle.
- Excellent communication, interpersonal, and presentation skills, with a focus on effective virtual communication.
- Experience with SaaS onboarding and virtual training methodologies.
- Strong analytical and problem-solving skills.
About IMSM:
IMSM is a leading ISO specialist, delivering high-quality consultancy and certification services to organizations worldwide. We help businesses ensure the quality, safety, and efficiency of their products, services, and systems.
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